ANAND MAHAJAN
NJ
Summary
A dynamic and accomplished leader providing groundbreaking technical solutions and exceptional end to end customer experience for 15 years; specialized in Omni Channel Contact Center, Network, Cloud (AWS, Azure), IT service desk, and has managed all aspects of design, deployment, integration, operations, and maintenance for various projects.
Overview
15
15
years of professional experience
Work History
Associate Director – IT/Cloud Consulting
Kyndryl
12.2023 - Current
- Working on Contact Center and Service Desk Modernization projects for Public, Health, and Automobile sectors.
- Solution Design, RFP responses, SOW creation, Conducting Client Demos and Presentations.
- Collaborating closely with tech teams (AWS, Azure, Gen AI, ML, DEM, XLA) to deliver solutions across various use cases
- Technology working on includes Amazon Connect, ServiceNow, Office 365, Microsoft Copilot, and Five9
- Developing offering and pricing strategies through extensive market research and data analysis
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
IT Director of Engineering
Fareportal Inc -Travel Technology Company
07.2012 - 12.2023
- Head of the Global Omni Channel Contact Center Technology, responsible for strategy, planning, design, implementation of Contact Center with CRM integration, Automations,IVR, Chat bot, Monitoring & Operations support for 3000+ Agents across the globe working from Home, remote Offices handling 15M+ customers interaction annually across various channel
- Head of Global Network Infrastructure on Azure cloud and On-Premises Data Center, responsible for strategy, plans, designs, implements, and supports operations for various network components including Firewalls, Routers, ISPs, MPLS, VOIP, SDWAN, IPsec, P2P, VPN, etc. to support Ecommerce Web traffic
- Collaborated with department heads to develop and execute IT strategies that supported business growth and ensuring ongoing compliance with industry standards and regulations.
- Managed $3 million IT budget, optimizing spending to achieve cost savings of 10% annually
- Implemented and motivated teams to follow best practices, SOP procedure, etc improving service delivery and reducing downtime by 20% Saved $1M+ across various Contact Center, Network, IT related projects
- Chair Member for Change Management and Architecture review board
- Good knowledge and understanding of various other domains includes DevOps, System Engineering, DB, Infosec, Tech Developers, Product Managing 7+ Vendors, responsible for Budgeting, Cost reduction, Invoice Audit, SLA Adherence, Support and Escalations Created RFPs for various IT projects; Price Negotiation, Review & Approve Statement of Work (SOW), validating scope, creating business case, and getting budget approval from C Level executives.
- Established IT policies and procedures, fostering secure and efficient work environment for all employees.
Sr Engineer
Wipro Infotech
02.2011 - 07.2012
- Call center setup for 11 different locations across India handling more than 1 million calls per day
Voice and Network Engg
IST Networks
06.2010 - 06.2011
- Remote support as a admin on Cisco Products to the clients in the middle east countries Documented hardware and software installation procedures.
Voice Engineer
Vcustomer
10.2008 - 12.2009
- Administration & Maintenance of Cisco Voice Products
Education
Online From Coursera - Artificial Intelligence For Business
Penn University
01.2023
Master of Science: Information Technology -
Sikkim Manipal University
01.2011
Bachelor of Science - Electronics And Communication Engineering
Chitkara Institute of Engineering & Technology
12.2009
Skills
- Contact Center – NICE inContact, Cisco, Five9, Amazon Connect
- Contact Center CRM Integration, IVR, ACD, Virtual Agent , Gen AI
- Network: MPLS, ISP, IPsec, VPN, Wifi, SDWAN, Security
- Software – Service Now, SolarWinds, CyberArk, Extrahop, Netskope, Akamai, Ultra DNS
- Telecom - SIP, VoIP, WebRtc
- Environment - Azure, AWS, On-premises Data Center
- Project Management - MS ADO, Smartsheet
- Vendor & Budget Management
- Change & Incident Management
- Infrastructure Development, Risk Mitigation
- Knowledge of DevOps framework
- Microsoft 365, Copilot
- Artificial Intelligence in Business Specialization
Work Status
Green Card
Training
- NICE inContact
- Cisco UCCE
- Cisco UC
- Five9
- Amazon Connect
- Extra hop
- SolarWinds
- Artificial Specialization for Business
- ITIL V3
- MS 400 Information Protection Administrator Associate
Timeline
Associate Director – IT/Cloud Consulting
Kyndryl
12.2023 - Current
IT Director of Engineering
Fareportal Inc -Travel Technology Company
07.2012 - 12.2023
Sr Engineer
Wipro Infotech
02.2011 - 07.2012
Voice and Network Engg
IST Networks
06.2010 - 06.2011
Voice Engineer
Vcustomer
10.2008 - 12.2009
Online From Coursera - Artificial Intelligence For Business
Penn University
Master of Science: Information Technology -
Sikkim Manipal University
Bachelor of Science - Electronics And Communication Engineering
Chitkara Institute of Engineering & Technology